Is it possible to change the timing of when the CSAT survey gets sent out?

[RC]

I have a service management workflow that looks like this:

To Do -> In Progress -> Resolved -> Closed

When a ticket is transitioned to Resolved, the JSM agent sets the Resolution field and requests for an approval from the reporter to confirm that solution resolves their ticket. 

• If it's approved then the ticket transitions to Closed
• If it's declined then the ticket transitions back to In Progress

The issue I'm facing is that the CSAT survey gets sent out when a ticket gets transitioned to Resolved but we actually want to send it out when a ticket is Closed (after the reporter has approved).

Is there a way to change the timing of when they CSAT survey gets sent out to customers?

[James Walker · Accepted solution]

You can’t change the default CSAT timing in JSM — it always sends when the issue is resolved.
If you want it sent at Closed, you must either set the resolution during the Closed transition or turn off native CSAT and send your own survey via automation.

[RC]

Thanks @James Walker after some more testing, I came to the same conclusion. I guess I'll need to disable CSAT and use automation instead as you suggested.

[Gee Espiritu]

Hello.

You may do this on your workflow, specifically in the transition's post-function. The logic is that the work item will be tagged as "Resolved" when the work item or request is approved.

See sample below:

[RC]

Thanks @Gee Espiritu sorry I forgot to mention this, but the Resolution field is set when ticket is Resolved (not Closed). Is there any way to keep the current workflow but only change the timing of the CSAT survey to only fire on Closed?

[Trudy Claspill]

Per the last paragraph in this document

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-customer-satisfaction-surveys-csats/

the survey is sent when the issue transitions to a status in the Done Status Category. In theory if you have a Resolved status that is instead in the In Progress Status Category, even while still setting the Resolution field, maybe the survey would not be sent.

I have not tested that theory.

[Marc -Devoteam-]

@Trudy Claspill 

In theory based on the statement your proposed solution should work, but in deed this needs to be tested to validate this.

[RC]

Thanks all. Having had a closer look at this article (https://support.atlassian.com/jira/kb/resolve-issues-with-csat-surveys-in-jira-service-management-cloud#solution) it seems like I'm stuck and might need to instead use Automation to better control the timing of the CSAT survey. The article states that the CSAT is triggered when either the resolution is set, or when ticket is closed.